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Q: Why does it take 6-8 weeks to get my video or dvd?
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A: Great American Video takes pride in producing the highest quality product in the cheer and dance competition industry. That means we bring the footage to our studios (in Nashville, TN), create a custom collage with great looking shots from your event, edit the awards presentation in an exciting fashion, design custom graphics for your team’s ID slate and edit all the team performances onto your tape or dvd. That takes time. Then it’s off to duplication, which adds a week. Then distribution adds another week to ten days. Some tapes will arrive within 4 weeks, some will take a bit longer. We work as fast as possible to get your products to you quickly.
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Q: Why is there only one camera angle? I’d like to see close-ups!
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A: Our coaches and promoters want ALL bodies in the picture at once. If we zoom in on one girl, we leave out everyone else. If we feature a tumbler in the front, but miss a great build going on in the back, we leave people out. And we wouldn’t want to have to explain how we chose one group over another. Yes, sometimes with 36 All Stars on the mat at once, the faces seem small and all girls look alike – but that’s what happens when they all wear the same uniform, the same hair style, and have worked hard to look like a team! Plus the cost to add multiple cameras is prohibitive. We frame the shot as tightly as possible to give you the best image possible and to show you how the entire routine looks. Also, when lighting permits, we add another 10+ seconds per team to your appearance by zooming in on your guys and gals as they take and exit the mat. We hope you like that.
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Q: I ordered two products, but only received one. Why?
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A: Some orders are shipped as products are ready to ship. Rather than hold your order for the other product to be completed, we may ship as soon as a product is available. Your second order may come when it is ready, under separate cover.
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Q: I don’t see my team on the video or dvd. What do I do?
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A: The first thing to do is to double check your tape or dvd. Sometimes a team is edited in a different order than they appeared – or perhaps you ordered the incorrect tape (team divisions sound alike and teams compete in different divisions from competition to competition). It is very rare for this to happen, but if it does, rest assured we’ll help you get the right product with your team on it. Just call our toll-free number 1-800-771-5861 or email us at info@greatamericanvideo.com. Be sure to include your order number, your name, day-time phone and address so we can reference your order. Then explain your situation in detail. We’ll be glad to help!
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Q: My DVD does not play in my machine.
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A: Our DVD’s will work in over 90% of today’s machines. Occasionally our products won’t work in certain units. If that is the case, please call us at the toll-free number and we will produce an alternate copy for you (mostly likely a DVD+R) and will provide it to you free of charge!
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Q: My VHS tape was damaged in shipping.
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A: Call our toll-free number for a free replacement. 1-800-771-5861.
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Q: I ordered the wrong tape. What do I do?
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A: Call us at 800-771-5861 and we’ll help you choose the correct tape. Simply send the wrong tape back to us (we’ll give you complete instructions on how to do that when you call) and we’ll get the replacement product to you.
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Q: Juniors? Advanced? Large? Co-ed? Novice? I’m not sure what tape to order. How do I figure this out?
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A: If you have the performance order from the event, you can see what division your team performed in and the time of day they performed. With this information, you’ll be able to figure out the correct division. Still confused? Call our Customer Care at 800-771-5861 and they’ll be able to help you sort through it all.
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Q: C’mon. I can make a DVD for under $2.00. Why do you charge me so much?
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A: The price of your product includes much more than the cost of one blank DVD. It pays for the cameras, the cameramen, the audio, the editing, the encoding of files, graphics, the duplication, the packaging, the shipping, the tax – (yes, state government receives a portion of EVERY product sold!) and all of the labor and support that goes with that. Our goal is to bring you the best quality at the most affordable prices.
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Q: When will my product ship?
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A: Now you can check the shipping status anytime – 24/7! Just log onto www.greatamericanvideo.com to see when your product has shipped. Allow 6-8 business days for shipping after the posted ship date.
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Q: Others on our team have received their tapes, but not me! What do I do?
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A: Call us immediately. Your tape or DVD will arrive via the Postal Service. If there were problems with delivery, it may be weeks before the product is returned to us. Call us right away and we’ll send out another tape or DVD as quickly as possible.
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Q: It’s been 2 months since the event. Can I still get a DVD?
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A: Two months or two years – it doesn’t matter. We keep the master tapes forever! Just call us or order online at www.greatamericanvideo.com.
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Q: How do I know my online order is safe?
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A: Note the “s” in the url: (https//...) – that gives you assurance you are using a secure server. Your order information is safe and you will receive a confirmation email along with an order number to assist you.
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